Physical Products (AI Learning Cards, Materials, Workbooks, etc.)
7-Day Return Period
You have 7 days from receipt of physical products to request a return.
Return Conditions
- Product must be in new, unopened condition
- Original packaging intact and undamaged
- Includes all accessories, manuals, and original packaging materials
- Proof of purchase or order number required
Non-Returnable Items
- ❌ Opened or used products
- ❌ Damaged packaging or missing accessories
- ❌ Customized or personalized products (e.g., materials with school names)
- ❌ Sale or promotional items (unless defective)
- ❌ Gift cards or course vouchers
- ❌ Downloaded or activated digital content
Digital Products (Online Courses, AI Platform Subscriptions, E-Materials)
Digital products are non-refundable once purchased and downloaded/activated. Please read product descriptions carefully before purchase.
Subscription Services
- Monthly subscriptions may be cancelled anytime, but current month fees are non-refundable
- Annual subscriptions may be refunded pro-rata within 30 days of activation (subject to 20% administrative fee)
Defective or Incorrect Products
We will provide full refund or replacement if:
- Product damaged during shipping
- Wrong item received
- Manufacturing defect exists
Please contact us within 48 hours of receipt at support@turtlelearn.com with photographic evidence.
Refund Processing
- Return requests must be approved via support@turtlelearn.com
- Once approved, we will provide return address and instructions
- Return shipping costs are customer's responsibility (unless our error)
- Refunds processed within 5-7 business days after receipt and verification
- Refunds issued to original payment method
- Any deductions (e.g., repackaging fees) will be communicated in advance
School Course Services
- 14 days before course start: Full refund
- 7-14 days before course start: 50% refund
- Less than 7 days before or after course start: Non-refundable
- Weather or force majeure cancellations: Rescheduling or full refund available
Contact Us
For any questions, please contact:
- 📧 Email: support@turtlelearn.com
- 🕐 Office Hours: Monday-Friday 9:00-18:00 (Hong Kong Time)
